Search for transcripts
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
As an agent, you communicate with customers to resolve issues. All those conversations are stored as transcripts in Omnichannel for Customer Service app. When you want to find any details from the transcripts, you can search for them.
Search details in transcripts
Sign in to Omnichannel for Customer Service.
Select Search in the nav bar. The Search tab opens in the application tab panel.
Type a phrase in the search box, and then select the search icon. The results appears as a list.
Select a result. The Conversation Form opens in the application tab panel.
You can now view the details in the Transcript section.
Note
Users with the System Administrator role can access conversations that are handled by other agents.
See also
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